Leigh Schlobohm Email & Phone Number

Santa Rosa, Ca, Us

Santa Rosa, Ca

Santa Rosa, Ca

Mountain View, California, United States/Remote Office Sonoma County, Ca

 Implementation of numerous Agent Tools-Deprecation of historical tools into integrated solutions in SFDC Delivered quality customer experience impact triage and project planning. Engaged with QBO and QBOA teams to drive GNS and migration to our online products. Utilized D4D principles on consistent basis-experimentation, pivot and action-based principles. Conducted EBP project team participant-analysis to determine actionable process changes to improve customer and employee experiences. Partnered with Engineering and Customer UI Design teams to create a bridge between the 2 systems to have data available to both Sales Processes. Overhauled the antiquated telephony solution moving multiple regions and teams to a highly efficient Amazon telephony, scheduling and chat solution with an aggressive timeline to ensure not to impact seasonal peaks.

Tucson, Az

 Analyzed outdated care processes and worked with key stakeholders to identify efficient processes in one system that would gain efficiencies and improve employee and customer experiences. Established collaborative relationships that exceeded APD boundaries with measurable results. Achieved success with prior year call drivers addressed and work done produced a reduction in 18% of issues.  Facilitated a partnership with web development team and product engineering team to identify areas of high customer pain and solutions to decrease the amount of customer service issues.

Tucson, Az

 Managed a high performing remote front-line technical support team. FY11 AES engagement of 98%. Oversaw the customer service vendor relationship and support processes with tactical management of vendor performance, training and resources.  Addressed low employee engagement and customer satisfaction from a customer support model from a very transactional model of expectations to a more qualitative set of performance expectations. Delivered OOP escalation processes for Pro Advisor team and managed escalated customer issues and cross departmental resolution leading to 86% customer satisfaction and 90% delivery of service level agreement. Effective change leader with team involvement in innovative solutions for existing roadblocks and challenges that affect customer and employee experience. Demonstrated a high level of System and resource knowledge with cross departmental work to improve agent processes; Knowledge Management Process improvement and project use case and agent feedback implementation. Actively involved in Employee Motivation work including the revamp of Pro Advisor recognition program; season readiness and planning resulted in team engagement improvement year over year.